Customer Service Specialist - Aviva Travel Insurance - Work from Home

Job Overview

Day to day responsibilities of the Customer Service Representative

• Customer Service processing Aviva travel customers policies
• Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip upgrades for customers
• Dealing with complex medical queries and screening customers' medical conditions
• Adhering to mandatory call scripts on all calls
• Using multiple systems simultaneously
• Owning and handling FCA regulated complaints through to completion
• Have direct responsibility handling underwriting risks and will deal with these queries with caution and customer protection at the forefront of your mind
• Identifying and recording vulnerability, where patience, empathy and support are critical
• Complying with strict FCA regulations around compliance with a key focus on customer protection, Whilst this is a Work From Home opportunity, you must ensure you are free from any caregiving responsibilities during all shift times. For example, you are required to have full childcare arrangements in place
• It is imperative that you maintain a professional working environment as you would if you were coming to an office
• It is your responsibility to ensure you have a dedicated workspace free of noise and distraction to comply with your contractual obligations
• This includes the requirement of your workspace/room to be clear of any mobile phones or other electronic devices whilst you are at your Workstation, Help@Hand - Savings Discounts/Podcast/Wellbeing Recourses/Webinars/Access to; GP's, Mental Health Support, Financial Advice, Legal Advice
• Dedicated Employee Experience Progress - Here to support TP journey. Process Excellence
  - Doing things well means something to you and you will always strive to improve on your work.
• Collaboration - You enjoy working with others and you like working as a team player.
• Communication
  - You can speak and write clearly and in a confident manner.
• Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness
  - You are able to be open to different ways of thinking and new ideas.
• Critical Thinking
  - You are able to think logically when making decisions.
• Solution Orientation
  - Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship
  - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
• Must be proficient in using/navigating PC systems within a fast‑paced environment
• Fantastic verbal/communication skills
• Comprehensive experience within a customer service environment
• Have an open mind and positive attitude in response to feedback to help you improve
• The ability to establish collaborative customer relationships
• A good attitude and the ability to interact with lots of different people
• Strong written skills with the ability to show attention to detail
• Professional and friendly manner
• A good, consistent typing speed
• Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence, We are looking for great people who will listen and ask the right questions, whilst bringing their personality and enthusiasm to ensure all customers receive the attention and care they deserve. You will know how to always put the customer at the heart of everything that you do, along with having good computer skills and the ability and focus to maintain attention to detail whilst working to quality measures.
  
  Full training will be provided with on-going support to ensure you have the required knowledge and skills to succeed and enjoy your role.
• Teleperformance are proud to be working with Aviva, one of the world's most reputable brands. AVIVA is a leading multinational insurance company with over 33 million customers across 16 different countries. In the United Kingdom, Aviva is the largest general insurer and a leading life and pensions provider. They pride themselves on customer experience and have a strong commitment to serve their customers well.
  
  Within the role you'll support customers with a range of enquiries regarding their car…